Post on 09-Mar-2020
WIC Case Study: Michigan
WIC Agency Profile
Project Description
1
Michigan WIC serves approximately 206,000 women, infants, and children through 47 local agencies and over 200 clinics across the state.
Challenge
Goal
Strategy
Key TakeawaysThe Michigan WIC program sought to improve appointment scheduling options by:
• Allowing applicants to schedule initial certification appointments through the WIC Connect app and
• Allowing participants to request recertification appointments through the app.
As a result of these changes: • Appointment scheduling
became the most popular WIC Connect feature for staff members.
Establish Online Appointment Scheduling
Outcome
Michigan WIC sought to reduce barriers that impede clients’ access to WIC services.
Increase ease of scheduling WIC appointments and accessing WIC benefits
The program launched the Michigan WIC Connect Mobile app. New clients can schedule and existing clients can request appointments directly through the app without having to contact the clinic during business hours. The app also allows clients to access a list of their current WIC food benefits and use a UPC scanning tool to verify in the store whether a food is WIC-approved and whether they have benefits remaining for that item, before proceeding to a register.
For staff members, the appointment scheduling feature was the most popular WIC Connect feature, as it allowed clients to set up appointments quickly and easily.
For clients, the UPC scan feature was the most popular WIC Connect feature and improved their shopping experience.
WICConnectFeatures
What is WIC?
Am I eligible?
Clinic and stores maps
Schedule appointment
PDF forms
Family information
Broadcast messages
Benefits
UPC scan
Resource links
Lessons Learned
Throughout the implementation process, Michigan WIC developed a deeper understanding of security measures needed to implement participant-facing technology and the time that agencies need to review, inspect, and approve new technologies.
Leveraging familiar technology proved an effective way to communicate with participants and ultimately improve their WIC experience.
Michigan WIC also learned the importance of reviewing policies and procedures for similar applications across the state. While the WIC Connect app met all security standards and policies, it had a different login method than mobile apps from other government divisions and programs across
2
Michigan. The program subsequently had to change its own login method to match.
Next StepsThe app will continue to be updated with enhanced features to improve clients’ experience. This includes adding nutrition assessment questions to speed the certification appointment and adding recipes to help clients better utilize all of their WIC food benefits.
Michigan WIC Connect Mobile App:Appointment Scheduling
Throughout the implementation process, Michigan WIC developed a deeper understanding of security measures needed to implement participant-facing technology and the time that agencies need to review, inspect, and approve new technologies.
Leveraging familiar technology proved an effective way to communicate with participants and ultimately improve their WIC experience.
Michigan WIC also learned the importance of reviewing policies and procedures for similar applications across the state. While the WIC Connect app met all security standards and policies, it had a different login method than mobile apps from other government divisions and programs across
Project TeamBagya KodurAmy Dotson
Kristina ResslerKobra Eghtedary
ContactKristina Ressler – Michigan WIC System Requirement Coordinator
Michigan WIC ProgramResslerK@michigan.gov
Project Timeline
April 2016:
Developed WIC Connect a
pp
2016–2017:
Traine
d sta� on a
pp
Inform
ed particip
ants a
bout app
January 2018:
Launch
ed app
2018:
Collected an
d
analyz
ed feedback
about app
J F M A M J J A S O N D
Michigan. The program subsequently had to change its own login method to match.
Next StepsThe app will continue to be updated with enhanced features to improve clients’ experience. This includes adding nutrition assessment questions to speed the certification appointment and adding recipes to help clients better utilize all of their WIC food benefits.